Having problems with the checkout? We’re sorry to hear that. Feel free to contact us, but please understand we are a small team, and might not be able to get back to you as soon as we’d like, particularly on the weekends.
Here are some things to try:
If you get a message when you try to place an order that says “Your payment could not be accepted. Please try again or consider an alternate payment method” (or similar) that is from our payment processor.
What has most likely happened is that the system hiccupped. and your house or flat number appears twice in the billing information. Please check this. It should appear in address line 1, which asks for the house or flat number. It shouldn’t also appear in line two, the street name. If it appears twice, please delete the second instance and try again. The system will not be able to match the information with the number in two places, and will thus reject it as a fraud risk.
We are aware this sometimes happens, and are working to find a method to keep it from occurring.
If that doesn’t help, please ensure the billing address is where the card is registered. (Students, for example, sometimes forget and put their current address, which isn’t necessarily the same.)
If you are having problems redeeming a discount code, please try clearing your browser cache and cookies. This should sort the problem.
If it doesn’t, please double-check that the items in your basket are eligible. Unfortunately, spirits, aren’t included in the WELCOME discount (for signing up to our newsletter). Most if not all beers and still wines should be covered. Fortified wines and sparkling wines, including Champagne are not included. Other discount codes may have other T&Cs.
Only one discount can be applied at a time. This includes case discounts. In other words, if you buy a product that receives a discount for a case of 6 or 12, you won’t be able to add a discount code on top of it. If there are mutliple, competing discounts, the system will determine the best discount to apply.
If you still have one of our old-style paper vouchers, which include a branch validation code, unfortunately these are not compatible with our online shop. They can still be used at our branches and wine bars.
The gift certificates you can order on-line can be redeemed both online and in our physical branches.
If you don’t get a confirmation page, or one with errors, after entering your payment information, something’s obviously gone wrong.
First – please note that if the order hasn’t gone through, we haven’t taken your money. Your bank / card company will show that it has ‘reserved’ the money for the purchase, but that doesn’t come to us. They’ll release it when they realise there wasn’t an order.
Most likely is something obvious we all miss at some point: The billing address has to be same as the one the card is registered at. Double-check that before worrying too much.
If this happens, there are three things you can do: If you have PayPal, you can use that. Or, if you aren’t in a hurry, you can email us, and we’ll sort it out as soon as we can. The faster response would be to call one of our branches during business hours. They can process the order manually for you.
Cherry Hinton Branch:
Tel: 01223 214548
Monday to Wednesday 11am – 8pm
Thursday and Friday 11am – 9 pm
Saturday 10am – 9pm
Sunday 11am – 7pm
Bridge Street Branch:
Tel: 01223 568989
Sunday to Thursday 10am – 9pm
Friday and Saturday 10am – 10pm
King Parade Branch:
Tel: 01223 309309
Monday to Saturday 10am – 8pm
Sunday 11pm – 7pm